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US ID: 120310 Facilitator Guide Customer Service Management 1 Apply client serv

US ID: 120310 Facilitator Guide Customer Service Management 1 Apply client service techniques to improve service delivery US ID: 120310 NQF LEVEL 5 FACILITATOR GUIDE US ID: 120310 Facilitator Guide Field 03 - Business, Commerce and Management Studies NQF Level 5 2nd Edition Nov 2012 DISTRIBUTOR This courseware is owned and distributed by BBT Institute t/a NSA Business and Training Consulting info@nsaconsulting.co.za +27(0)12 323 0359 +27(0)12 3230346 Fax: +27(0)12 326 1440 296 Pretorius Street 206 premium towers Pretoria central 0002 Harry’s Printers Pretoria reception-pta@harrysprinters.com COPYRIGHT Developed by BBT Institute Copyright ©BBT Institute 2011. All rights reserved No part of this Publication may reproduced, stored in retrieval system, or transmitted, in any form or by any means, electronic, mechanical, photocopying, recording or otherwise, without the prior permission of the copyright owner. Although every attempt has been made to ensure that the management guidelines are safe and correct, the developer, publishers, and sponsors of the manual cannot accept any responsibility for errors arising from the use of this manual for any purpose. BBT-US-5-120310 LIMITATION OF LIABILITY Every effort has been made to ensure complete and accurate information concerning the material presented in this course. Neither BBT Institute nor its agents can be held legally responsible for any mistakes in printing or for faulty instructions contained within this course. The publisher appreciates receiving notice of any errors or misprints. Information in this manual is subject to change without notice. Companies, names and data used in examples herein are fictitious unless otherwise noted Customer Service Management 2 US ID: 120310 Facilitator Guide Table of Content About the Programme................................................................................................5 1. Introduction.........................................................................................................5 2. About Alignment.................................................................................................5 2.1 Programme Structure...................................................................................5 2.2 learning programme Alignment....................................................................5 B. Notional Hours Matrix......................................................................................6 3. About the Programme Structure.....................................................................8 3.1 The Programme Pack..................................................................................8 Facilitation Plan..........................................................................................................9 4. About Assessment..............................................................................................9 4.1 Formative Assessment................................................................................9 4.2 Summative Assessment..............................................................................9 5. About Delivery....................................................................................................9 5.1 Facilitator Credentials..................................................................................9 5.2 Facilitator Conduct.......................................................................................9 5.3 Learner Support.........................................................................................10 5.4 Standard Administration.............................................................................10 About Delivery & Facilitation...................................................................................12 1. Delivery Strategy..............................................................................................12 1.1 Notional Hours...........................................................................................12 1.2 Structured Delivery Plan............................................................................12 Facilitation Planners.............................................................................................12 2. Facilitation Strategy..........................................................................................14 Preparing the training venue................................................................................17 Training room....................................................................................................17 Materials...........................................................................................................17 Venue or room layout.......................................................................................17 Lesson Planning:.....................................................................................................17 2.1 Formative Assessment Activities...............................................................18 3. Administration...................................................................................................18 Customer Service Management 3 US ID: 120310 Facilitator Guide 3.1 Learner Administration...............................................................................18 3.2 Facilitator Administration............................................................................19 Facilitator Report......................................................................................................20 Attendance Register...................................................................................................24 Customer Service Management 4 US ID: 120310 Facilitator Guide About the Programme 1. Introduction Welcome to the skills programme in customer service management aligned to Unit standards ID: 120310 – this is an NQF registered unit standards at Level 5. Facilitators Note: The purpose of this guide is to provide the facilitator with guidelines about the presentation and learner support requirements for the – unit standard. This Facilitator’s Guide will enable the appointed facilitator to plan, prepare, conduct and evaluate the facilitation activities required of him/her for this programme. 2. About Alignment 2.1 Programme Structure Based on the unit standard description and requirements, the programme is divided into 4 learning outcomes based related assessment criteria. 2.2 learning programme Alignment Facilitators Note: For a full copy of the unit standard description document, please refer to the end of this guide. Customer Service Management 5 US ID: 120310 Facilitator Guide B. Notional Hours Matrix The roll out strategy below indicates the relationship between theory, practical, workplace and FSA component: Learning Unit Credits Notional Hours Days Contact Session 60% Experiential Learning 40% FSA TOTAL Theory Practical WPE Ass Prep 120310 6 60 5 3 1 1 0 0 50 Overview – Provision / Facilitation This learning programme has been designed to be facilitated within 60 notional hours including practical’s contact to enable learners to apply various development and Management interventions Overview – Learner Support Provider Support Provider will ensure that the following is provided to learners 1. Learner induction session 2. Learner guides per module 3. Curriculum guidelines for the programme 4. Learner orientation session, Workplace Support Workplace supervisors will ensure that, 1. Learner task, assignments are complete 2. Guide and support to complete given tasks 3. Workplace guide provided to learners Overview – Learner Duties / Learning 1. 80% attendance is required 2. Completion of assignment tasks on time 3. Completion of formative assessment task given 4. Completion of the Final Summative assessments Customer Service Management 6 US ID: 120310 Facilitator Guide Facilitators Note: The modular structure illustrated above will contain a grouping of specific outcomes that pertains to the related assessment criteria. The following table illustrates the unit standard alignment in the Learning module matrix. The programme has been clustered in a modular structure of the following components: Specific outcomes (SO) Assessment criteria (AC) Formative assessments Summative assessment (FSA) Listen to and interpret customer needs AC1: 1,2,3 Group Activity / Pair Activity:1 pg 24 Group Activity / Pair Activity:2 pg 28 Group Activity / Pair Activity:3 pg 33 FSA Describe action plan AC1: 1,2,3 Group Activity / Pair Activity: 4 pg 37 Group Activity / Pair Activity:6 pg 46 Group Activity / Pair Activity:5 (PRACTICAL WORKPLACE ASSESSMENT) pg 42 FSA Implement action plan to meet customers needs AC1: 1,2,3,4 Group Activity / Pair Activity: 7 pg 52 Group Activity / Pair Activity:8 pg 54 Group Activity / Pair Activity:9 pg 57 Group Activity / Pair Activity:10 (Practical assessment task) pg 60 FSA Track and measure the action plan to its completion AC1: 1,2,3, 4 Group Activity / Pair Activity:11 pg72 Group Activity / Pair Activity:12 pg 76 Group Activity / Pair Activity:13 pg 79 FSA Customer Service Management 7 US ID: 120310 Facilitator Guide 3. About the Programme Structure This section will orientate the Facilitator on what to expect for the overall programme and per module. 3.1 The Programme Pack The Programme Pack for the contains the following documents for the overall unit standard: Programme Masters: Learner Guide Facilitator Guide Assessment Strategy The Programme Pack for the contains the following documents per Learning Unit: Learning Unit Guides: Learner Guide Portfolio Guide Assessment Guide Customer Service Management 8 US ID: 120310 Facilitator Guide Facilitation Plan 4. About Assessment 4.1 Formative Assessment From the Learner Guide, several activities are spaced within the content to assist the learner in understanding the material through application. Please make sure that you review the activities in preparation for facilitation, and make sure you advise learners that ALL activities in the Learner Guide must be completed, whether it was done in the contact session, or not! 4.2 Summative Assessment Facilitators Note: It is a requirement that a FSA (Final Summative Assessment) is conducted at the end of the learning and assessment period. Candidates are therefore required to complete the following summative assessment activities: Activities 1-4 and 6,7,8,9,11,12 as formative assessment Activity 5 and 10, FSA (Final Summative Assessment ) The Portfolios of Evidence will contain a variety of tasks and activities that are applicable to each Learning module taken from the learner guide. 5. About Delivery The quality management system of each individual provider will govern the roll out and implementation of this facilitated learning programme, However, there are some requirements that are standard across all providers: 5.1 Facilitator Credentials In order to facilitate / present this learning programme or portions thereof, the Facilitator must show Subject Matter Expertise in project management planning 5.2 Facilitator Conduct The provider will have a Facilitator Code of Conduct and standard Service Level Agreement that needs to be discussed and agreement signed before Customer Service Management 9 US ID: 120310 Facilitator Guide commencement of this learning programme. Make sure that these legal documents are in place before embarking on the facilitation of this programme. 5.3 Learner Support Please remember that this programme is Outcomes Based – this implies the following:  The Learner is responsible for his/her own learning – as Facilitator you are required to make sure he/she has exposure to structured, highly participative contact sessions, and that he/she provides input to contact sessions activities where required.  Activities are learner driven – make sure you assist the learner in using the Learner Guide and Portfolio Guide in the manner intended, and are familiar with the requirements for summative assessment.  Due to the vocational nature of the unit standard / learning programme, the Facilitator is required to facilitate all practical activities as closely as possible to actual working conditions, and to cover all formative activities in the Learner Guides.  Assessment Support – Facilitators are required to provide support to learners in identifying coaching and mentoring requirements, and provide support to learners between facilitated sessions. Learners will return to the workplace for a period of time between each facilitated contact session, and must complete their Portfolios of Evidence as well as FSA in that period. 5.4 Standard Administration The administration requirements are subject to the quality management system of the provider – however, there are certain documents that are critical to the success of the unit standard / learning programme. As facilitator you are required to follow the rules below carefully to assist us in remaining compliant with SETA accreditation requirements. Please take a moment to familiarize yourself with the requirements. 1. Attendance Register: Candidates are required to uploads/s1/ facilitator-guide 5 .pdf